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What is Supported

  • Usage problems where the product is not behaving as expected. 
    • Customer specific modifications can fall out of scope (in comparison to existing documentation). 
  • Troubleshooting related to: 
    • Installation errors 
    • Configuration errors 
    • Out-of-the-box not working functionality  
    • Booting issues (e.g. after patching) 
  • Defect (bug) reports 
    • Support will file bug reports with the engineering team and provide updates on the progress as they become available. SLA/SLO cannot be guaranteed when escalated.  
    • Fixes will be determined by engineering and a patch will be provided in an upcoming maintenance release (or be back ported). SLA/SLO cannot be guaranteed when escalated. 
  • Performance degradation issues 
    • Support will analyse whether a degradation of performance lies within the core SUSE operating system. 
    • The default severity will be set to Severity 3 (Medium). 
  • Root Cause Analysis (RCA) 
    • The default severity will be set to Severity 3 (Medium). 
    • An RCA cannot be guaranteed for any of the following reasons: 
      • If the logs are unavailable or inconclusive; Crash dump has not been enabled.  
      • If the environment is not stable. 
  • Remote Session
    • The SUSE approved tool for remote sessions with our customers is Bomgar.
    • For security departments, please also refer here.
    • Using any other solution (Zoom, Teams, Web-Ex, etc.) needs special approval from Support Management, SUSE will not accept any liabilities associated with using a non-approved tool. Customers have to confirm agreement to this exception.
    • SUSE recommends for all our partners and customers to work with their internal Security departments to agree on a security exception for the use of Bomgar. We understand this can take some time, so planning ahead before a typically critical issue materializes will speed up resolution times.
    • To engage in efficient remote sessions, our engineers' role is to analyze issues and offer support by way of recommending steps for our customer's system, to be implemented by their system administrators.

A single support case will only handle one issue from the above list. When the initial issue is resolved, it may be required to open additional cases to resolve further issues. If the case contact fails to engage with their support engineer on Severity 1 cases, the engineer will reduce the severity of the case.